Complaints

This profile includes complaints for One Landscape Design and Build's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  One Landscape Design and Build

  3363 Lakefield Road Douro-Dummer, ON K0L 2H0

  
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  One Landscape Design and Build

  27 Crestwood Avenue Peterborough, ON K9J 1N1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/12/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired One Landscape (OL) to rebuild my deck. I spoke to OL owner on 13 April 2023: I would send him completed PEng drawings for the rebuild of the upper deck. He would send me a quote & LoA to fill. He said he could submit the permit application in 2 weeks. After I sent the drawings that day, OL asked for $1000 deposit. On 14 April I e-transferred the deposit & emailed the LoA. On 15 May I asked for confirmation on the deposit. Receipt was confirmed. OL wrote I am still trying to get an idea of the timeline on your project. I requested an update on 3 July. OL replied it had not submitted to the city. I requested an update on 15 Aug. ** predicted a Sept build. I asked for an update on 30 Sept. OL said it was aiming for the end of Oct. I requested an update on 1 Nov. On 6 Nov, OL reported the permit application was submitted. On 7 Nov OL emailed about permit fees & a CA authorization. I paid the fees & sent the authorization within a day. OL said the city required PEng drawings for the lower deck. No issues with the lower deck had been raised before. I asked OL to address this. I proposed a solution to avoid new PEng drawings. OL forwarded it on 23 Nov. OL confirmed on 28 Nov that it could alter the lower deck as needed. On 15 Dec the permit was issued & OL anticipated a Jan start date. I requested an update on 4 Feb 2024. On 8 Feb OL wrote We anticipate a March 1 approximate timeline. On 15 March OL said a crew would come on 18 March to start exploratory work. But it wrote on 18 March that the owner would come. He put a pamphlet in the door and left. No response when, after his truck left, I messaged that I was home. On 21 March OL wrote a crew would come next week. It did not. I requested an update on 3 April. On 24 June OL emailed We are waiting for further information from the city re: the lower deck. The lower deck was resolved 7 months ago. On 12 Aug OL wrote to connect on scheduling. Nothing for 4 months.

  

  Business Response

  Date: 14/12/2024

  Good day and thank you for brining this to our attention.

  We did visit your site for original discussions and review after your initial phone call to our office.

  The deck project was already completefor both upper deck and lower deck - however this deck was built by another contractor without a permit; and as well was flagged by the city for no permit, and non compliance with building code.

  The city has put an order to comply on your property and we were working closely with them to get a proper building permit, engineering, and a plan of action for the work.

  We did obtain engineering, plans, and permit for the deck renovation on your behalf.

  Due to the hope to NOT rebuild the decks but to lift or raise, repair, and place back in original position- this takes time and effort behind the scenes to coordinate the build and inspections.

  Our office has had contact via phone and emails multiple times through this process and has not ever not responded to your points of contact in a timely manner- we have had a busy last few years and are always committed to completing our obligations as our construction schedule allows.

  Todays complaint was to our inbox at 5:47am today, an email was sent to you personally by myself today at 8:00am offering full refund less your permit and engineering fees, and we have responded to BBB professionally at 8:26am.

  The complaint states that you would like a billing reduction- this isnt something we can do as the project is $13,000.00 and a lot of work has been required to obtain the permits, and onsite work is difficult.

  However, we will refund the balance of your $1000.00 booking deposit - less permit and engineering fees.

  We try our best to maintain lines of communication with the client- and apologize we were not able to meet your build schedule.
  

  Thank you,

  Chris 

  Customer Answer

  Date: 14/12/2024

  Complaint: 22685912
  
  I am rejecting this response because:
  
  As stated, the project was to rebuild the deck, or renovate it, if One Landscape prefers that terminology. The fact that it was initially built by another company in a non-compliant manner is irrelevant to the complaint made about One Landscape. It is a reflection on the landscaping industry in this city.

  
  Contrary to the statement in its response, One Landscape did not obtain engineering plans for the rebuild/renovation. I had the plans done and forwarded them to One Landscape on 13 April 2023. 

  
  One Landscape submitted the permit application on 6 November 2023, six months after it said it would do this. The permit was issued on 15 December. 

  
  I have not complained that One Landscape has not responded to emails. My complaint documents the responses. My complaint is that the pattern of responses is one of repeated deferral of onsite activity to address the non-complaint deck issues. This pattern has now extended over a period of more than one and a half years! 

  
  I appreciate One Landscapes offer, However, we will refund the balance of your $1000.00 booking deposit - less permit and engineering fees. However, I paid for the engineering plans and the permit fees, and I can document this. Hence, no reduction in the booking deposit is warranted. If One Landscape refunds the full $1000.00 booking deposit, I will be satisfied. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 17/12/2024

  Good afternoon BBB and Mr. **************** have read the complaint and are responding to the rejection of our response.

  we always strive for a good customer experience and outcome; and unfortunately, our timelines are not syncing up on this project based on permitting, our company schedule, and some outstanding conversations and planning with the city that need to be conducted prior to start date on our behalf so we are clear on the project scope and expectations to close this permit on behalf of Mr. ****** for his deck that was constructed without permit and without Ontario building code compliance by third-party contractor .

  We have decided to refund your deposit in full, which served as your booking deposit with our company.

  At this time, your deposit has been e-transferred into your account for full booking deposit refund.

  We wish you all the best and success and closing your permit and apologize for any delay, delays and confusion on our part.

  Have a wonderful holiday season.

  Chris McCarthy 

  Customer Answer

  Date: 26/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******